Performance information is updated quarterly.  The figures below represent Quarter 4 (January to March 2022).

Repairs

Our main priority is to keep our customers, staff and contractors safe. To ensure everyone's safety, there have been times when our repairs team have had to restrict their work to emergency repairs only.

Despite various restrictions, we have been able to continue delivering emergency repairs well within our four-hour target timescale. We are working our way through non-emergency repairs and expect to return to the target timescales as restrictions ease. 


Percentage of tenants satisfied with the repairs service



Target = 94%

Scottish Average = 90.1%


Percentage of repairs appointments kept in the quarter



Target = 100%


Average number of hours to complete an emergency repair



Target = 4 Hours

Scottish Average = 4.2 hours


Average number of days to complete a non-emergency repair



Target = 10 Days


Percentage of "Right first time" repairs



Target = 94%


Percentage of tenants satisfied with planned works



Target = 95%


Keeping your home safe & warm

If your property has a gas supply then, by law, we are obliged to carry out a gas safety check every 12 months. This annual check is essential to ensure the safety of you and your family. 

In short, an EPC (Energy Performance Certificate) rating is a review of a property’s energy efficiency. The scale spans from A to G; A being the most efficient and G being the least. The higher the efficiency, the lower the running costs.




Percentage of gas safety checks carried out



Target = 100%


EPC ratings of our homes

Epc Rating


Homes Let

Despite Covid-19 restrictions, the turnaround on void properties has remained under the 18-day target for the last two quarters. The speedy turnaround means that our empty properties can be re-let to those who need them the most. 


Total number of properties let



Average number of days to relet void properties


Target = 18 days

Scottish Average = 56.3 days


Complaints & Compliments

We're committed to providing an exceptional customer experience, but we understand that things can go wrong from time to time.

It something isn't right, it's important that you let us know. We use the information to improve our services and make sure it doesn't happen again. We will continue to give advice, guidance and support to tenants while Covid-19 restrictions remain in place.



Number of complaints received in the quarter



Number of compliments received in the quarter